Manage Bulk Jobs

Manage Bulk
Jobs

Bulk
jobs are a fast and efficient way to enter data at initial setup and to
incorporate large-scale changes, such as changing agent skill groups between
shifts and incorporating a new contact center with multiple new agents.

Changes to an
individual record are best made directly to that record, using the appropriate
tool (Agent, Dialed Number, and so on).

Content File
Rules

Content File
Create Operations

The content file
spreadsheets follow these CREATE rules:

All columns in
the spreadsheet must be present, but the cells for optional fields can be left
blank.

Rows in the file
are processed sequentially. It is possible for a content file to fail at any
point (at any row), in which case objects up to but not including that row are
added or updated.
If a row
fails, all additions or updates before that row succeed, but all subsequent
create and update operations fail.

Agent: Creating an agent
with the following cells populated implicitly creates the objects if they do
not exist: agent team, skill group, attributes, supervisor team, and
department— subject to rules for global
administrators and departmental administrators.

Dialed number: Creating a
dialed number with the call type and department populated implicitly creates
those objects, if they do not already exist— subject to rules for
global administrators and departmental administrators.

Call type: Creating a
call type with department populated implicitly creates a department, if it does
not already exist—subject to department field rules for global administrators
and departmental administrators.

Skill group: Creating a
skill group with department populated implicitly creates a department, if it
does not already exist—subject to department field rules for global
administrators and departmental administrators.

Content File
Update Operations

The Content file
spreadsheets follow these UPDATE rules:

Enter a value in
a field to change the existing value.

Leave a field
blank to keep the existing value.

Enter ~ in a
field to clear the value in the existing value.

Content File
Delete Operations

The Content file
spreadsheets follow these DELETE rules:

Agent: Enter a value in
the agentid field
or the
username field to delete an agent record.

Dialed
number:
Enter values in the dialed number string field
and the
routing type field to delete a dialed number record.

Call type: Enter a
value in the name field to delete a call type record.

Skill group: Enter a
value in the name field to delete a skill group record.

All other fields
must be empty. Values present in any other fields generate an error.

Department Field
Rules for Global Administrators and Departmental Administrators

Restriction:

For the Create
and Update operation rules for the agent content file, there are certain
exceptions for global and departmental agents, supervisors, and teams. (See
Departments for more information.)

In a Create or Update
operation:

Global
administrators can leave the department field blank. In a Create operation,
leaving the field blank creates a global agent or dialed number. In an Update
operation, leaving the field blank retains the existing department.

Global
administrators can enter or update a department in an agent, dialed number,
call type, or skill group. This creates the department if it does not exist.

When global
administrators create or update a global agent, dialed number, call type, or
skill group, existing related fields can be global or can be in any department.
Newly created related fields will be global.

When global
administrators create or update a departmental agent, dialed number, call type,
or skill group, existing related fields can be global or must be in that
department. Newly created related fields will be in that department.

Departmental
administrator must enter one of the departments they administer when creating
or updating an agent, dialed number, call type, or skill group.

When
departmental administrators create a departmental agent, dialed number, call
type, or skill group, existing related fields can be global or must be in that
department. Newly created related fields will be in that department.

Indicates
whether the agent is able to log in to the agent desktop. If not specified,
defaults to True.

description

no

Enter up
to 255 characters to describe the agent. If description is left blank during a
CREATE operation, it is set to the ID of the bulk job performing the CREATE
operation.

agentStateTrace

no

Indicates
whether agent state trace is enabled for this agent. Defaults to False.

agentDeskSettingsName

no

Enter the
desk settings associated with this agent.

In a
CREATE operation, your entry of agentDeskSettingsName generates an error when
there is no desk settings with that name.

Leaving
this blank applies the System Default Desk Settings.

agentTeamName

no

Enter the
team in which this agent is a member.

In a
CREATE operation, your entry of agentTeamName creates that team if it does not
already exist. It appears in the List of Teams with the description BulkJob ID
####, where #### is the number of the bulk job.

Note

If you
associate this agent with a department, the agent can belong to a global team
or to a team associated with that department. Global agents can belong to
global teams only; they cannot belong to departmental teams.

skillgroup(s)

no

Enter the
skill groups with which this agent is associated, delimited by the ";"
character. For example: sales;billing;support.

In a
CREATE operation, your entry of skillgroup creates that skill group if it does
not already exist. It appears in the List of Skill Groups with the description
BulkJob ID ####, where #### is the number of the bulk job.

defaultSkillGroup

no

Enter the
default skill group associated with this agent. If the field is specified, it
must reference a skill group defined for the agent.

In an
UPDATE operation, an error is generated if the value is no longer one of the
agent's skill groups.

attributes

no

These
fields are name = value pairs delimited by the ";" character, where = value is
optional for existing attributes. For example, english=true;sales=7.

Adding an
attribute with a data type (Boolean or Proficiency) and a value (true or 9),
either directly in the Attributes tool or with a bulk job, defines and protects
the data type and establishes that value as the default.

If an
attribute does not yet exist in the Attributes tool, entering an attribute name
without a value generates an error. For example if english is not yet an
attribute, then english returns an error.

You cannot
change the data type, but you can change the value. If english was created
asTtrue, entering english retains the True value in a bulk update. You can also
enter english=false, which sets the agent attribute value to False, leaving the
attribute default value at True. You cannot enter english=10.

To clear
an agent's attribute value and reestablish the attribute default on a bulk
update, just specify the attribute name, for example, english.

In a
CREATE operation, your entry of attribute creates that attribute if it does not
already exist. It appears in the List of Attributes with the description
BulkJob ID ####, where #### is the number of the bulk job.

supervisorUsername

no

Enter an
existing active directory username. When this field is valid, the agent's
supervisor flag is set to True. An invalid entry or a blank field sets the
agent's supervisor flag to False.

domainName

no

Enter the
active directory domain name in which the supervisorUsername exists. If this
field is blank, the system populates it with the default domain name.

supervisorTeams

no

Enter
names of teams that will be supervised by this supervisor, delimited by the ";"
character. For example: team1;team2;team3. Populating this field but leaving
supervisorUserName blank generates an error.

In a
CREATE operation, your entry of supervisorTeams creates that team if it does
not already exist. It appears in the List of Teams with the description Bulk
Job ID: ####, showing the number of the bulk job.

Note

If you
associate this supervisor with a department, the supervisor can supervise only
teams in that department. If the supervisor is a global supervisor, the
supervisor can supervise any global or departmental teams.

departmentName

no

The
department for this agent.

A global
administrator's entry of department creates that department if it does not
already exist. It appears in the List of Departments with the description
BulkJob ID ####, where #### is the number of the bulk job.

If the
department already exists, then that department can be entered by a global
administrator or by an administrator who administers that department.

2
(Internal Voice) Select this option for dialed number strings that can be
called from a Cisco Unified Communications Manager phone.

3
(Outbound Voice) Select this option for dialed number strings that are used by
the Cisco Outbound Option Dialer.

4
(Multichannel) Select this option for dialed number strings that are routed to
an agent who must interact with a customer by email or by web chat.

You cannot
update routingType.

description

no

The
description for this dialedNumberString. Enter a maximum of 255 characters. If
the description field is left blank in a CREATE operation, it is set to the ID
of the bulk job performing the CREATE operation.

callTypeName

no

Enter a
name for the call type using a maximum of 32 characters. Valid characters are
period(.), underscore (_), and alphanumeric. The first character must be
alphanumeric.

In a
CREATE operation, your entry of callTypeName creates that call type if it does
not already exist. It appears in the List of Call Types with the description
BulkJob ID ####, where #### is the number of the bulk job.

mediaRoutingDomainName

yes, for routingType 4

Optional
for routingTypes 1, 2, and 3. If supplied, must be Cisco_Voice.

A global
administrator's entry of department creates that department if it does not
already exist. It appears in the List of Departments with the description
BulkJob ID ####, where #### is the number of the bulk job.

If the
department already exists, then that department can be entered by a global
administrator or by an administrator who administers that department.

Bulk Call Type
Content File

Enter a
name for the call type using a maximum of 32 characters. Valid characters are
period(.), underscore (_), and alphanumeric. The first character must be
alphanumeric.

description

no

The
description for this call type. Enter a maximum of 255 characters. There is no
restriction on characters. If the description field is left blank in a CREATE
operation, it is set to the ID of the bulk job performing the CREATE operation.

serviceLevelThreshold

no

Maximum
time in seconds that a caller should wait before being connected with an agent.

Enter a
value in seconds, using positive 32-bit integers only.

serviceLevelType

no

Indicates how the system calculates the service level:

1 =
Ignore Abandoned Calls

2 =
Abandoned Calls have Negative Impact

3=
Abandoned Calls have Positive Impact

If not
specified, this field is set to the system default.

bucketIntervalName

no

Identifier of the bucket interval, used for reporting.

If
specified, the value must match an existing bucket interval.

If not
specified, this field is set to the system default.

departmentName

no

The
department for this call type.

A global
administrator's entry of department creates that department if it does not
already exist. It appears in the List of Departments with the description
BulkJob ID ####, where #### is the number of the bulk job.

If the
department already exists, then that department can be entered by a global
administrator or by an administrator who administers that department.

Bulk Skill Group
Content File

Enter a
name for the skill group using a maximum of 32 characters. Valid characters are
period(.), underscore (_), and alphanumeric. The first character must be
alphanumeric.

description

no

The
description for this skill group. Enter a maximum of 255 characters. There is
no restriction on characters. If the description field is left blank in a
CREATE operation, it is set to the ID of the bulk job performing the CREATE
operation.

serviceLevelThreshold

no

Maximum
time in seconds that a caller should wait before being connected with an agent.

Enter a
value in seconds, using positive 32-bit integers only.

serviceLevelType

no

Indicates how the system calculates the service level:

1 =
Ignore Abandoned Calls

2 =
Abandoned Calls have Negative Impact

3=
Abandoned Calls have Positive Impact

If not
specified, this field is set to the system default.

bucketIntervalName

no

Identifier of the bucket interval, used for reporting.

If
specified, the value must match an existing bucket interval.

If not
specified, this field is set to the system default.

mediaRoutingDomainName

no

Enter a
name for the Media Routing Domain using a maximum of 32 characters. Valid
characters are period(.), underscore (_), and alphanumeric. The first character
must be alphanumeric.

If
specified, the value must match an existing Media Routing Domain name.

If not
specified, this field is set to Cisco_Voice.

You
cannot change the mediaRoutingDomainName in an UPDATE operation. You must
either leave this field blank or enter the existing mediaRoutingDomainName
value.

departmentName

no

The
department for this skill group.

A global
administrator's entry of department creates that department if it does not
already exist. It appears in the List of Departments with the description
BulkJob ID ####, where #### is the number of the bulk job.

If the
department already exists, then that department can be entered by a global
administrator or by an administrator who administers that department.

Review Bulk Job
Details

To review the details for a bulk job, click the
bulk job row on the
List of
Bulk Jobs page. Fields on the page are display-only.

Field

Description

ID,
Description, and Type

Show the
ID, description entered and type of bulk job selected when the bulk job was
created.

State

Shows one
of:

Queued: The bulk job has
been queued and will process when any jobs submitted ahead of it have
completed. When multiple bulk jobs are submitted, they are run in the order
they are created.

Processing: The bulk job
is being processed. To view the progress, click
Log File Download to monitor the log file.

Succeeded: All operations
in the bulk job were successful.

Partially Succeeded: Some
operations were successful, and some were unsuccessful.

Failed: All operations
were unsuccessful.

Cancelled: A bulk job is
canceled when another bulk job failed while this job was in the queued state.

Host

The
hostname of the Administration and Data server where the bulk job was initiated
and will be stored. When deleted, bulk job content files and log files will be
deleted from this host.

Created

The time
the bulk job was submitted.

Started

The time
the bulk job entered the processing state.

Finished

The time
the bulk job completed or failed (left the processing state).

Total Time

The time
the bulk job spent in the processing state. This is calculated as Finished -
Started.

Content
File

Click
Download to open the Content .csv file that was
submitted for this bulk job. You must authenticate to open or save this file.
If your deployment includes two Administration and Data server hosts, this
button is disabled if the bulk job was created using Unified CCE Web
Administration on a host that is different from the host on which the job is
being viewed.

Log File

Click
Download to open the log file for this bulk job. If
the job is still processing, click Download again to the review updates the job
progresses. You must authenticate to open or save this file. If your deployment
includes two Administration and Data server hosts, this button is disabled if
the bulk job was created using Unified CCE Web Administration on a host that is
different from the host on which the job is being viewed.

A log file
is generated for each bulk job. The log file is retained until the bulk job is
deleted and contains detail of each operation that was executed, as well as a
summary indicating if the bulk job completed successfully or had failures.